Zales — Local services in Florence

I would like to thank Zales Customer Service for being so thoughtful and going the extra mile to help point me to the Florence Zales location. I had the pleasure of being helped by the team of Eva, the Store Manager, and Clint, a sales representative. The situation was hopeless I thought. My wife and I just purchased rings for our anniversary in January. Mine had a Cat's Eye center piece with diamonds on both sides. I loved it. This past Wednesday I noticed when I got to work the stone was missing. My wife told me she bought the protection, but that it might only cover the diamonds. Since the stone was the focal point of the ring I thought it was a lost cause. I spoke with Clint on the phone and he assured me that they would do everything they could to make sure that I was taken care of. I know that this is something companies say to get customers in, but I received a call 10 minutes after talking with Clint, and it was the Store Manager Eva telling me she spoke with Clint and to come in for a ring replacement. This was better than I was hoping for. I went to the store this Saturday and they both met me at the store entrance, looked at my ring, and told me, "Let's sit and get you something you'd like to go home with." I felt like I was the only one the store opened for. It was great. Clint was knowledgeable in all different types of stones and metals. He also told me of the sale they were having and that the credit I was getting for my ring would have the sales discounted price added. Clint encouraged me to pick something else up that would close the balance. I found a diamond bracelet and a perfect upgraded wedding band. With the insurance, I ended up paying around $35 altogether! Not only did I leave with a better ring, a bracelet, and insurance for the new jewelry, I found a place that is close to home that I am going to be getting my high-end jewelry from whenever a special occasion comes up. To Eva & Clint, I can't thank you enough for your wonderful service. I have been to many Zales before, but the way I was treated in "Florence Y'all" will never be lived up to. Thanks guys. Mr. & Mrs....

The assistant store manager returned my phone call with an opening line of “what is your problem” rather than “how may I assist”. I did not have a problem initially, I asked about making a special purchase. She responded by saying I will have to contact the “special purchase” department . To see if it was possible to purchase one earring of a pair. Which seemed appropriate, so I complied . Then she said they might only allow it to be sold as a pair, and followed up with a few other pessimistic options like , they might be discontinued, and I will have to contact them after Christmas because the department might be closed. I mentioned that I had spoke with customer service , and they said it should be possible. The conversation become uncomfortable when she responded , “ well customer service does not know everything “. That doesn’t seem very professional , I felt like the conversation with the assistant store manager Eva , was less than helpful and progressive . She then refused to give her last name , and restated policies , and made sure to mention she had coworkers around to co-sign her conversation . That seemed as if she knew she needed to cover the tracks previous of poor...

Unbelievable! I would give no stars if that was an option. I wanted to give my wife a gift for our ten year anniversary. We bought ring enhancements and the some diamonds immediately fell out. We bought the warranty they replaced it and said she needed to buy another warranty since it’s only good once. She got it back and the same thing happened again. These clowns broke the ring this time trying to fix it and told her she had to spend more money to get something else because it’s been over 30 days. It’s only been over 30 days because they have literally had them getting fixed since we bought them. This manger is a horrible person who is out to steal from you. If I knew her name I would blast it. I will never be back and I will tell everyone my story. My only hope is the workers there all get fired and corporate treats them the way they treated us. No wonder zales is going out...